Job summary
The post holder will be responsible for the contact and transfer for EKHUFT Elective patients to alternative providers as per our agreed EKHUFT contracts. You will need to demonstrate a good understanding of waiting list management and booking processes in line with local and national targets, policies and procedures.
On behalf of EKHUFT, the post holder will be the liaison for the contracted external providers, whilst also supporting with the administration for patients accessing services for consultation/treatment outside of the Trust, as per agreed EKHUFT contracts. The post holder will need to comply with Trust polices and GDPR guidelines at all times.
We offer a full package of benefits, including a car lease scheme; on-site childcare; generous annual leave in line with NHS terms and conditions; high street and public transport discounts; a 24/7 staff support service - and the little things that make life easier, like on-site Amazon lockers and fresh fruit and veg stalls.
Main duties of the job
The post holder will be responsible for the contact and transfer for EKHUFT Elective patients to alternative providers as per our agreed EKHUFT contracts. You will need to demonstrate some of the below skills:
Experience of dealing with different stakeholders
Previous experience of working within a busy administrative environment
Provide evidence of excellent communication - written, verbal and telephone manner
Able to deal with sensitive issues with tact and diplomacy
Able to deal with multiple issues at one time
To remain calm under pressure and work to demanding deadlines.
Excellent organisation and time management skills.
Ability to work flexibly and collaboratively as part of a team.
Effective use of IT Systems, ensuring accuracy and attention to detail
About us
We are one of the largest hospital trusts in England, with five hospitals and community clinics serving a local population of around 695,000 people.Our vision is 'great healthcare from great people'. Everything we do is guided by our values: 'People feel cared for, safe, respected and confident that we are making a difference'.
We have a new way of working at East Kent Hospitals, called 'We care'. It's about empowering frontline staff to lead improvements day-to-day. We're looking for compassionate people to be part of our improvement journey for the patients, families and carers we care for every day."
Applications for this role should be written by the applicant. If artificial intelligence (AI) programmes are used then the application may be rejected due to this document being an important part of the assessment process. This does not prevent applicants seeking appropriate support with applications should they need to for the purposes of any declared disability.
Job description
Job responsibilities
- Initial patient contact discussing available capacity/treatment options, to support EKHUFT recovery position.
- Update patient waiting list side code, dependent on provider. Place comments on each patient PAS waiting list and PTL.
- Download/Extract minimum patient data set, utilising agreed checklists.
- Creation of Inter-Provider Patient Transfer documents utilising EDN template.
- Use appropriate systems for admitting and discharging patients, those booked for a procedure/surgery by one of contracted External providers.
- Uploading of clinical documentation onto each individual patient timeline, within a certain timeframe.
- Escalates any concerns or feedback in a professional manner.
- To complete accurate information using the relevant patient systems, PTLs, PAS, databases etc. You will be responsible for ensuring accurate data entry and will be expected to report daily on performance.
- You will be responsible for adhering to all administration processes agreed as part of the Trust/Provider contract. You will ensure that all relevant administration tasks are delivered as per the contract service specification to ensure that the Trust does not breach any contract standards.
- To attend all relevant meetings of your job role between the Trust and External providers.
- When handling healthcare records to be following GDPR and Medical records policies.
- To be responsible for making and outcoming pre-assessment appointments in accordance with the Trusts administrative guidance notes in that all patients are clinically fit for the treatment prior to agreeing a date for their admission.
- To deal with all telephone enquiries in a helpful, courteous and efficient manner. To communicate efficiently and politely with patients whom have been identified for transfer to an External Provider. Be empathetic with patient needs recognising some of the complexities of any given situation.
- To ensure that Did Not Attends, cancellations, removals from the waiting list and holding lists are accurately recorded and comply with the Trust policies (mainly in line with Administrative Guidance Notes/Patient Access Policy) and outcomes are effectively communicated to patients and management.
- To undertake training as deemed necessary, ensuring up to date knowledge on Trust policies, procedures and processes. Ensure all mandatory training is maintained. Participate in any relevant training and support and assist in the induction of new staff.
- To validate data as required to assist the Team Supervisor.
- To work flexibly to support the team to ensure the work is evenly distributed and to provide cross-cover during periods of annual leave or sickness, flexibly & proactively.
- Build and maintain working relationships with internal and external stakeholders.
- Directly liaise with EKHUFT Colleagues, if and when required, upholding Trust Values whilst doing so.
Job description
Job responsibilities
- Initial patient contact discussing available capacity/treatment options, to support EKHUFT recovery position.
- Update patient waiting list side code, dependent on provider. Place comments on each patient PAS waiting list and PTL.
- Download/Extract minimum patient data set, utilising agreed checklists.
- Creation of Inter-Provider Patient Transfer documents utilising EDN template.
- Use appropriate systems for admitting and discharging patients, those booked for a procedure/surgery by one of contracted External providers.
- Uploading of clinical documentation onto each individual patient timeline, within a certain timeframe.
- Escalates any concerns or feedback in a professional manner.
- To complete accurate information using the relevant patient systems, PTLs, PAS, databases etc. You will be responsible for ensuring accurate data entry and will be expected to report daily on performance.
- You will be responsible for adhering to all administration processes agreed as part of the Trust/Provider contract. You will ensure that all relevant administration tasks are delivered as per the contract service specification to ensure that the Trust does not breach any contract standards.
- To attend all relevant meetings of your job role between the Trust and External providers.
- When handling healthcare records to be following GDPR and Medical records policies.
- To be responsible for making and outcoming pre-assessment appointments in accordance with the Trusts administrative guidance notes in that all patients are clinically fit for the treatment prior to agreeing a date for their admission.
- To deal with all telephone enquiries in a helpful, courteous and efficient manner. To communicate efficiently and politely with patients whom have been identified for transfer to an External Provider. Be empathetic with patient needs recognising some of the complexities of any given situation.
- To ensure that Did Not Attends, cancellations, removals from the waiting list and holding lists are accurately recorded and comply with the Trust policies (mainly in line with Administrative Guidance Notes/Patient Access Policy) and outcomes are effectively communicated to patients and management.
- To undertake training as deemed necessary, ensuring up to date knowledge on Trust policies, procedures and processes. Ensure all mandatory training is maintained. Participate in any relevant training and support and assist in the induction of new staff.
- To validate data as required to assist the Team Supervisor.
- To work flexibly to support the team to ensure the work is evenly distributed and to provide cross-cover during periods of annual leave or sickness, flexibly & proactively.
- Build and maintain working relationships with internal and external stakeholders.
- Directly liaise with EKHUFT Colleagues, if and when required, upholding Trust Values whilst doing so.
Person Specification
Qualifications
Essential
- Educated to a GCSE level including maths and English, NVQIII or equivalent knowledge
Skills
Essential
- Experience of dealing with different stakeholders
- Previous experience of working within a busy administrative environment
- Provide evidence of excellent communication - written, verbal and telephone manner
- Able to deal with sensitive issues with tact and diplomacy
- Able to deal with multiple issues at one time
- To remain calm under pressure and work to demanding deadlines.
- To remain calm under pressure and work to demanding deadlines.
- Ability to work flexibly and collaboratively as part of a team
- Effective use of IT Systems, ensuring accuracy and attention to detail
Desirable
- Understanding of NHS patient access targets; i.e Cancer Pathway & 18 week Referral-to-treatment (RTT) pathway
Knowledge
Essential
- All Microsoft Office Systems
- Demonstrate a patient focused approach
- Customer Care Experience
Person Specification
Qualifications
Essential
- Educated to a GCSE level including maths and English, NVQIII or equivalent knowledge
Skills
Essential
- Experience of dealing with different stakeholders
- Previous experience of working within a busy administrative environment
- Provide evidence of excellent communication - written, verbal and telephone manner
- Able to deal with sensitive issues with tact and diplomacy
- Able to deal with multiple issues at one time
- To remain calm under pressure and work to demanding deadlines.
- To remain calm under pressure and work to demanding deadlines.
- Ability to work flexibly and collaboratively as part of a team
- Effective use of IT Systems, ensuring accuracy and attention to detail
Desirable
- Understanding of NHS patient access targets; i.e Cancer Pathway & 18 week Referral-to-treatment (RTT) pathway
Knowledge
Essential
- All Microsoft Office Systems
- Demonstrate a patient focused approach
- Customer Care Experience
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
